Take it to the bank: In elections or work, trust is essential

The presidential election, according to the pundits, will come down to two very different visions for America.

I disagree. I believe that it will be decided on trust. Policies are important to Americans, but most of us are not policy wonks and instead will pull the lever for the candidate who we trust most.

The election has taken on a reality TV feel as both candidates either directly, indirectly or through surrogates question the veracity of the other’s assertions.

In many ways the manner political candidates use to establish and cultivate trust is the same as you and I do in the workplace. The determining feature of workplace relationships is trust and the ability to gain it at all levels of an organization is central to a successful career. Yet trust, for all its significance, is frequently misunderstood.

Trust is the readiness to be open, loyal, supportive and vulnerable to others. With a high trust level, people will follow you; without it you are on your own. Trust is the currency on which relationships and performance is built and individuals or organizations with high trust levels achieve the most.

Think of a bank account where every action results in either a deposit or withdrawal of trust.

Depending on your organization, manager and peers, you may begin with a credit to your account or with nothing in it, since some organizations and people furnish trust easily while others require you to earn it through your actions.

When starting a new job it is important to understand how your new organization works. Each of your actions either add to or deplete your account.

While there are no silver bullets to establish trust overnight, there are systematic ways to build trusting relationships. Here are some of them.

• Underpromise and overdeliver
Managing expectations is essential since they directly impact trust. Exceeding expectations builds trust, meeting them leaves it unchanged and falling short decreases it. Be thoughtful and intentional about your priorities, commitments, abilities and limitations so you always meet or exceed expectations. Not meeting commitments results in withdrawals from the trust bank.

• Be genuine
People can identify when sincerity is missing. Words and actions must be congruent or trust will be diminished. Be unimpeachable in your words and let your honest actions speak for themselves.

• Engage people
Seek first to understand, then to be understood. Coveting input and advice shows you care. People, when engaged in decision-making, are more likely to support decisions and trust you. Demonstrate active listening, ask clarifying questions, engage the other peoples’ priorities and place your exclusive focus on the person you are with. Stop checking your smart phone or computer, looking elsewhere or interrupting people.

• Don’t gossip
Both presidential candidates speak negatively about each other and diminish themselves in the process. Speaking poorly of others is a bad practice. Keep gossip to yourselves and maintain your reputation.

• Be transparent
Tell the truth in a consistent, verifiable manner. This lets people judge the veracity of your statements for themselves. Do not hide your agenda or mislead people. Also, keep it simple since people often mistrust what they do not understand.

Accept accountability
Admit errors, take responsibility and accept that you are human. Honesty builds trust. Rare is the person who takes responsibility for their setbacks. However, while it seems to be safer to blame others, it reduces your ability to build trust.

• Treat others with respect
Focus on the human side of work. Value people as individuals, embrace their unique talents and show you care. People do not care about you and your agenda until they know that you care about them. Even when providing difficult feedback or addressing performance issues, approach others in a way that promotes their dignity.

• Keep your word
In the past it was said that a person’s word was as good as gold, though I am not sure that human nature has devolved that significantly. In any event, your word should be as strong as a written contract. Comporting yourself in this manner deepens trust.

• Behave in a consistent manner
Be dependable in your actions, instead of acting in a style that is convenient. Consistency generates predictability, which builds trust.